Shipping, Handling, Returns & Refunds
When will my order be processed and shipped?
How will my package be shipped, and what does it cost?
How to place an international (including Australia) order ?
How can I track my order?
What is your returns and refunds policy?
When will my order be processed and shipped?
We aim to process and ship all paid internet orders as soon as possible and ideally on the same day if received before 2.30pm NZST. Friday orders received after 12.30pm NZST are usually processed and shipped on the following Monday. Orders received after 2.30pm NZST the day prior to a public holiday are shipped within 1 to 2 days of Weleda New Zealand reopening.
Due to increased order volume during promotions, shipments may experience delays.
To stay updated with NZ Couriers delivery status across New Zealand – click here https://nzcouriers.co.nz/network-status/
How will my package be shipped, and what does it cost?
All orders are with NZ Couriers.
We charge a flat fee per order, assuming order weight is 1kg or less:
Shipping in New Zealand costs NZD$6.90 (No extra charge for rural delivery). Free shipping for orders over $90.
Sadly we can no longer ship website orders outside of New Zealand, please see below how to place a phone or email order instead
Do you ship internationally?
Yes, however it is no longer possible to order on the website. We are able to process phone or email orders that are shipped to destinations outside of New Zealand.
Please note that ALL postal services to the United States of America have been temporarily suspended from 22 August 2025 until further notice. We are also unable to ship to Africa, South America, Romania, Israel, Indonesia and Singapore. International orders are sent untracked and at the purchaser's risk.
By placing an order with Weleda, you acknowledge and agree to these international shipping terms and conditions. Please review and understand these terms before contacting our team:
- Customs Duties and Fees: The receiver (consignee) is responsible for any customs duties, taxes, fees, or other charges imposed by customs authorities or regulatory bodies at the destination. These charges are separate from Weleda's shipping charges.
- Liability for Loss or Damage: Weleda is not liable for claims regarding items not received or destroyed during transit. Any loss or damage after shipment leaves our possession must be addressed with the carrier and local customs authorities.
- Return Shipping Costs: If a shipment is returned due to the consignee's refusal to pay customs duties or taxes, the consignee will be responsible for any return shipping costs incurred.
- No Refunds for Unpaid Customs Fees: Weleda will not issue refunds for goods not received if the consignee fails to pay the required customs fees or taxes. The consignee must ensure compliance with all customs regulations and pay any necessary fees.
- Customs Delays and Inspections: Weleda does not accept liability for delays, non-delivery, or damage caused by customs inspections or actions taken by customs authorities.
To order please email [email protected] with your name, address, contact telephone number and products you wish to purchase and our team will contact you to confirm your order and take payment. Alternatively you can call the team on +64 6 872 8725 Monday to Friday 9am to 4.30pm NZ time.
How can I track my order?
For any orders being sent to New Zealand , once your order has been shipped you will receive an email with your tracking number. Click on the tracking number to view the delivery status of your order.
Returns and Refunds Policy
At Weleda New Zealand, we are committed to providing high-quality, natural products and we take every care to ensure your order is packed securely and arrives in excellent condition.
Under the New Zealand Consumer Guarantees Act (CGA), you are entitled to a refund or replacement if a product is:
- Faulty or damaged
- You experience an unexpected or severe reaction when used correctly
- Does not perform as expected when used as directed (e.g. a moisturiser that leaves skin dry)
You must contact us to request a refund or replacement within 10 days of receiving your order to report faulty or damaged goods or if you experience a reaction, or 3 months of purchase for performance issues.
Please contact our Customer Care team at [email protected]. Include your order number, product name, photos (if possible) and a detailed description of the issue.
We may request that the product be returned to us via free post for assessment by our quality control team before processing a refund or replacement. This is so we so we can assess any potential issues and continue to uphold our product standards.
We are unable to offer refunds or returns in the following cases:
- Natural Remedies products
- Change of mind or personal preference (e.g. not liking the scent, feel or texture)
- Irregular, inconsistent, or incorrect use of the product
- Products purchased more than three months ago
- Products purchased from retail stores or other websites – please contact them directly
- Orders sent outside of New Zealand
If you have any concerns or questions, our Customer Care team is here to help. We’ll handle your request on an individual basis with care and fairness.
